An Activity Template in the CommitCRM system is a file that contains a group of pre-programmed activities—such as Tasks, Appointments, or Tickets—that can be applied to different parts of the system, including Accounts, Assets, Contracts, and Sales Opportunities. Users can create Activity Templates for projects that their company commonly performs and which require a similar set of tasks, regardless of the client. Using the right template can get you and your team started on a project more quickly and efficiently, increasing productivity and streamlining your work.
What is an Activity Template? Many IT companies provide services, such as network installation or server setup, that involve a standard set of steps. Rather than manually create the same steps over and over again for every new project, users can use the Activity Template features of CommitCRM.
An Activity Template is an entity that contains a group of pre-programmed activities—such as Tasks, Appointments, or Tickets—that can be applied to different parts of the CommitCRM system, including Accounts, Assets, Contracts, and Sales Opportunities. By applying an Activity Template to a specific project, all of the activities programmed into the template are automatically created for that project and placed into the Pending tab, saving the user valuable time.
Activity Templates can also be created for simpler projects, such as setting up a new laptop, and applied to the relevant Ticket or Asset.
How are Activity Templates created and applied? Activity Templates can be created by selecting the “Activity Templates…” option from the Settings menu. Companies may choose to create Activity Templates in advance for specific projects, saving their employees time at the start of an actual project. For more information about creating Activity Templates, see the Creating New Activity Templates section of this manual.
To apply an Activity Template, users should go to the Pending tab of the entity to which they wish to apply the template (i.e., the Account, Asset, Contract, Ticket, or Opportunity) and click the New button. They should then select the “Apply Activity Template” option, which applies the template using a wizard. This wizard walks the user through creating all the activities pre-programmed in the template.
The following are examples of how Activity Templates can be used:
New PC Setup Installing a new PC usually involves a few standard tasks, regardless of the client. In CommitCRM, a new PC installation is generally managed under a ticket, which lists all the tasks needed to complete the project. Rather than have its employees spend time manually creating new tasks for every PC installed, a company can create an Activity Template for a Ticket that can be applied every time a new PC needs to be installed. When a user applies this template to a specific ticket, all the tasks automatically appear in the ticket's Pending tab. Before closing the ticket, the system alerts the user if any of these tasks has not been carried out.
Possible template activities include:
Task: Build PC according to hardware specifications.
Task: Install operating system.
Task: Install antivirus software.
Task: Test the system.
New Local Network Setup A new network installation is a complicated project that usually requires a number of tickets, tasks, and appointments. In CommitCRM, such a project is generally managed under a contract. In order to create these activities easily, you can use an Activity Template designed specifically for contracts. When the template is applied to a specific contract, the activities appear in the contract's Pending tab, showing all the work necessary to complete the job.
Monthly Service Contract Monthly service contracts often require many types of activities, including tickets, appointments, and tasks, which need to be performed each month as part of an agreement. These activities are generally the same from client to client. A monthly service contract is most likely managed as a contract in the CommitCRM system.
In order to easily create these activities (rather than create them manually for each client), you can create an Activity Template. When the template is applied to a specific contract, the activities appear in the contract's Pending tab, displaying all the work necessary to provide your services. In addition, you can link this template to the contract as the contract’s “default template,” meaning that the template is automatically applied when copying or renewing this contract. You can read more about this feature in the Default Activity Templates section.
Possible template activities include:
Ticket: Remote login to the server to monitor the event logs—due 5 days after the contract’s Start Date.
Appointment: preventive on-site visit for general maintenance and support, 15 days after the contract’s Start Date.
Task: Call the customer and discuss open issues, 7 days before the contract’s End Date.
New Prospect Opportunity Following up on prospective customers is an important part of running any business and can often determine whether you succeed in bringing in new clients or not. In order to properly monitor new prospects and perform effective follow-up, most companies have a standard set of follow-up tasks, which can be managed under an opportunity in the CommitCRM system.
Because most follow-up involves a similar set of activities, regardless of the client, the easiest way to create a new opportunity is by applying an Activity Template. After a template is applied to a specific opportunity, all these activities appear in the opportunity's Pending tab, including phone calls which should take place, e-mails which should be sent, etc.
Possible template activities include:
Task: Make initial phone call with prospective client, same day as the opportunity is opened.
Task: Prepare and send proposal, same day as the opportunity is opened.
Task: Follow up on proposal, 3 days after the opportunity’s Open Date.
Creating New Activity Templates
To create an Activity Template, go to Settings from the main menu and select the “Activity Templates” option. This opens the Activity Templates management window, where you can see a list of Activity Templates.
To create a new template, click on the New button at the top left-hand corner of this window, and the following window opens:
In this window you should enter the basic information about the Activity Template. All the fields in this window are mandatory. Below is an explanation of the fields in this window.
Name: In this field you should enter a name that clearly identifies the cases in which the template should be used. The name should also make the template easy to identify in the Templates List. A template’s Name field must be unique. The system does not allow for two Activity Templates with the same name.
Status: Activity Templates can be set as active or inactive. The Status is displayed in the Templates List. The system does not allow users to apply inactive Activity Templates.
Type: The Type button determines which entity in the CommitCRM system (Accounts, Assets, Contracts, Tickets, Opportunities) the Activity Template applies to. An “Account Activity Template” is a template that can be applied to Accounts; a “Ticket Activity Template” is a template that can be applied to Tickets, etc.
The Type field is an important classification, as there are slight differences in the activities (and activity features) that may be assigned to each Activity Template Type.
After completing these fields, click the OK button. An Activity Template has now been created, and the template’s Details window appears:
There are two tabs in this window. In the General tab, most of the basic information about the template appears. (This information was entered in the previous window.)
In the center of the General tab is the Entries List. This is an important section of an Activity Template. In CommitCRM Activity Templates, the term “entry” is a general phrase that refers to a specific activity assigned to an Activity Template. An activity “entry” can be a Task, Appointment, or Ticket.
The Entries List displays a complete list of all the entries already assigned to the template.
You can also create new entries from this window. To create a new entry, click the New button at the bottom-left corner of the Entries tab. A pop-up menu then appears from which you should choose to create a Task, Appointment, or Ticket entry.
Note: In Ticket and Opportunity Activity Templates, users are given the option of creating Task or Appointment entries only. The system does not allow for Ticket entries in either Ticket or Opportunity Activity Templates.
After choosing which type of entry to create, a Details window opens. This window varies according to the activity and template Type. The different activities and template Types are explained in detail in the following sections of this manual.
In the Notes tab you may add details about the template, such as a more specific description of when the template should be used:
These details are also displayed in the Activity Templates List. In addition, this tab contains some administrative information about the template, including the date the template was first created, who created the template, and when it was last updated.
Creating Activity Entries for Accounts
To create a new entry in an Account Activity Template, go to the Entries tab of the template and click on the New button in the bottom-left corner. A pop-up menu now appears where you can select “Task,” “Appointment,” or “Ticket.”
To edit an existing entry, simply select it from the Entries List in the General tab.
After making your selection, a window opens, allowing you to enter detailed information about the newly created entry. Task, Appointment, and Ticket entries all have slightly different Detail windows. To learn more about these Detail windows, see the sections that immediately follow, or click on the appropriate link below.
In this window you should enter the information the system can use to create the task when the template is applied.
Below is an explanation of the fields/buttons in this window.
Employee Each task is the CommitCRM system must be assigned to an employee. When assigning an employee to a Task entry in a template, you should select the employee who you want assigned to the task once the template is applied and a specific task is “created.”
You can choose the “Employee” from any of the following options:
Account Manager: By selecting this option, the task will be assigned to the Account Manager of the account to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field).
Specific Employee: When applying the template and creating the task, the employee specified in this option is assigned to the task. If the specified employee is no longer an active employee at the time the template is applied, the appointment is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the task will be assigned to the user who actually applies the template to a specific asset.
Shared: By selecting this option, the task will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific asset.
Task Date Each task in the CommitCRM system needs to be assigned a date. In an Account template, the Task Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the date to copy from as any of the following:
The Account's Birthdate
The date the template is applied
These choices appear in a drop-down menu from this field.
Users can then adjust the date to be a certain number of days earlier or later than this day.
For example, add a task at the account's birth date to send them a greeting card.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Task Date to the next available business day.
For example, if according to the information you enter in the template the Task Date falls out on a Saturday (and Monday through Friday are defined as working days in your CommitCRM Calendar), then Task Date is calculated to be the following Monday. If such a move is made, a comment is displayed when applying the template.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Account to which you wish to apply the template. If the reference date has not been entered into the Account, applying a template to it will fail.
Task Time You can set the task Time as you wish. This field may also be edited when applying the template to a specific account.
Details Tab In this tab you can enter a value to additional fields of the Task. These are the Task’s user-defined fields, which can be used as you wish. Setting the values in the template entries will set these values to the fields when the task is created from the template.
Note: If you've enabled Field3, Field4, and Field5 in your system, they will be displayed here as well.
Description In this box you should enter a description of the task. When the template is applied to a specific account, this field appears as the Task Description. If you would like the Account/Contact information to be automatically added to this field when the template is applied, you can check the Add Account/Contact info box. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Account/Contact information should appear before or after the Task Description. To do so, check either the Before Description box or the After Description box.
Appointment Entries for Account Activity Templates
After choosing to create or edit an Appointment entry for a Asset Activity Template, the following window opens:
In this window you should enter the information the system can use to create the appointment when the template is applied.
Below is an explanation of the fields/buttons in this window.
Employee Each appointment is the CommitCRM system must be assigned to an employee. When assigning an employee to an Appointment entry in a template, you should select the employee who you want assigned to the appointment once the template is applied to a specific account and the appointment is “created.”
You can choose the “Employee” from any of the following options:
Account Manager: By selecting this option, the appointment will be assigned to the Account Manager of the account to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.
Specific Employee: When applying the template and creating the appointment, the employee specified in this option is assigned to the appointment. If the specified employee is no longer an active employee at the time the template is applied, the appointment is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the appointment will be assigned to the user who actually applies the template to a specific ticket.
Shared: By selecting this option, the appointment will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific ticket.
Appointment Date Each Appointment in the CommitCRM system needs to be assigned a date. In an Account template, the Appointment Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the reference date to copy from as any of the following:
The Account's Birthdate
The current date when applying the template
These choices appear in a drop-down menu from this field.
Users can then adjust the date to be a certain number of days earlier or later than this day.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Appointment Date to the next available business day.
For example, if according to the information you enter in the template the Appointment Date falls out on a Saturday (and Monday through Friday are defined as working days in your CommitCRM Calendar), then Appointment Date is calculated to be the following Monday. If such a move is made, a comment is displayed when applying the template.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Account to which you wish to apply the template. If the "Copy From" has not been entered into the Account, applying a template to it will fail.
Appointment Time You can set the appointment’s Time as you wish. This field may also be edited when applying the template to a specific account.
Details Tab In this tab you can enter a value to additional fields of the Appointment. These are the appointment's user-defined fields, which can be used as you like. Setting the value in the template entry will set this value to the field when the task is created from the template.
Note: If you've enabled Field3, Field4, and Field5 in your system, they will be displayed here as well.
Appointment Color These buttons allow the user to determine what color the Appointment appears in when it is shown on the CommitCRM Calendar. You can choose from the following options:
Employee Default Color: This option sets the color according to the color of the employee assigned to the Appointment. (The default color for Appointments can be defined for each employee in the Employee window.)
Fixed Color: This option allows you to choose a specific color to be used for the Appointment once the template is applied to a ticket.
Description In this box you should enter a description of the appointment. When the template is applied to a specific asset, this field appears as the Appointment Description. If you would like the Account information to be automatically added to this field when the template is applied, you can check the Add Account/Contact info box. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Account/Contact information should appear before or after the Appointment Description. To do so, check either the Before Description or After Description box.
Ticket Entries for Account Activity Templates
After choosing to create or edit a new Ticket Entry for the Asset Activity Template, the following window opens:
In this window you should enter the information the system can use to create the ticket when the template is applied to an account.
Below is an explanation of the fields, buttons, and tabs in this window
Ticket Manager Every ticket in the CommitCRM system needs to be assigned to an employee, called the Ticket Manager. In this window you should select who should be assigned as the Ticket Manager once the ticket is created.
Determining the employee can be done by using one of the following options:
Account Manager: By selecting this option, the ticket will be assigned to the Account Manager of the account to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.)
Specific Employee: When applying the template and creating the ticket, the employee specified in this option is assigned to the ticket. If the specified employee is no longer an active employee at the time the template is applied, the ticket is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the ticket will be assigned to the user who actually applies the template to a specific asset.
Ticket Due Date You may choose to set a Ticket Due Date. The Ticket Due Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the date to copy from as any of the following:
The Account's Birth date
The current date when applying the template
These choices appear in a drop-down menu from this field.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Account to which you wish to apply the template. If the reference date has not been entered into the Account, applying a template to it will fail.
Ticket Due Time The Ticket Due Time is optional and can be defined in the Time field, next to the Ticket Due Date.
General Tab In the General tab you can define the values for the following ticket fields, which appear in the ticket's General tab:
Type
Status
Priority
Description
The Type, Status, and Priority fields all have default values, but the Description field is mandatory.
The values assigned to these fields determine the values that will be calculated when a ticket is created. For a full explanation of a ticket’s fields, consult here.
In this area you can define the values for additional fields of the ticket, which appear in the ticket's Details tab:
Cause, Source, Category
Field1, Field2, Field3
Show Ticket in Dispatcher
Estimated Work Duration
Status Ext. (Status Extension)
Notes
Setting values to these fields in the template will determine the values which will applied to the ticket's data when creating the ticket. None of these fields are mandatory.
Resolution tab In this field you can enter a ”Resolution” for the ticket that is automatically entered into a ticket's resolution field when the template is applied. Presetting this information can be useful when creating templates for common tickets that usually involve the same set of steps for resolving the issue. For example, you can create a Ticket entry for a maintenance job such as checking the server event log or checking the free space on the hard disk, and enter all the steps required to perform this job in the Resolution field.
Creating entries for the Resolution tab in a template saves time and improves the quality of your service in several ways:
The technician will not need to spend time entering a resolution, as it will already be filled in.
The pre-entered steps in the Resolution field can provide guidance to technicians, leaving less room for error.
The technician can use the steps listed in the resolution as a checklist to make sure all the necessary work has been performed.
Creating Activity Entries for Assets
To create a new entry in an Asset Activity Template, go to the Entries tab of the template and click on the New button in the bottom-left corner. A pop-up menu now appears where you can select “Task,” “Appointment,” or “Ticket.”
To edit an existing entry, simply select it from the Entries List in the General tab.
After making your selection, a window opens, allowing you to enter detailed information about the newly created entry. Task, Appointment, and Ticket entries all have slightly different Detail windows. To learn more about these Detail windows, see the sections that immediately follow, or click on the appropriate link below.
In this window you should enter the information the system can use to create the task when the template is applied.
Below is an explanation of the fields/buttons in this window.
Employee Each task is the CommitCRM system must be assigned to an employee. When assigning an employee to a Task entry in a template, you should select the employee who you want assigned to the task once the template is applied and a specific task is “created.”
You can choose the “Employee” from any of the following options:
Account Manager: By selecting this option, the task will be assigned to the Account Manager of the asset to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field).
Specific Employee: When applying the template and creating the task, the employee specified in this option is assigned to the task. If the specified employee is no longer an active employee at the time the template is applied, the appointment is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the task will be assigned to the user who actually applies the template to a specific asset.
Shared: By selecting this option, the task will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific asset.
Task Date Each task in the CommitCRM system needs to be assigned a date. In an Asset template, the Task Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the date to copy from as any of the following:
Warranty/License Expiration Date
Purchase Date
Delivered Date
Installed Date
Date
Vendor Warranty Expiration Date
Vendor Purchased Date
The current date when applying the template
These choices appear in a drop-down menu from this field.
Users can then adjust the date to be a certain number of days earlier or later than this day.
Using each type of date can be convenient for different purposes. For example, add a task with a reminder at the contract's End Date to notify the customer this contract is should to be renewed.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Task Date to the next available business day.
For example, if according to the information you enter in the template the Task Date falls out on a Saturday (and Monday through Friday are defined as working days in your CommitCRM Calendar), then Task Date is calculated to be the following Monday. If such a move is made, a comment is displayed when applying the template.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Asset to which you wish to apply the template. If the reference date has not been entered into the Asset, applying a template to it will fail.
Task Time You can set the task Time as you wish. This field may also be edited when applying the template to a specific contract.
Details Tab In this tab you can enter a value to additional fields of the Task. These are the Task’s user-defined fields, which can be used as you wish. Setting the values in the template entries will set these values to the fields when the task is created from the template.
Note: If you've enabled Field3, Field4, and Field5 in your system, they will be displayed here as well.
Description In this box you should enter a description of the task. When the template is applied to a specific contract, this field appears as the Task Description. If you would like the Account/Contact information to be automatically added to this field when the template is applied, you can check the Add Account/Contact information box. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Account/Contact information should appear before or after the Task Description. To do so, check either the Before Description box or the After Description box.
Appointment Entries for Asset Activity Templates
After choosing to create or edit an Appointment entry for a Asset Activity Template, the following window opens:
In this window you should enter the information the system can use to create the appointment when the template is applied.
Below is an explanation of the fields/buttons in this window.
Employee Each appointment is the CommitCRM system must be assigned to an employee. When assigning an employee to an Appointment entry in a template, you should select the employee who you want assigned to the appointment once the template is applied to a specific asset and the appointment is “created.”
You can choose the “Employee” from any of the following options:
Account Manager: By selecting this option, the appointment will be assigned to the Account Manager of the asset to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.
Specific Employee: When applying the template and creating the appointment, the employee specified in this option is assigned to the appointment. If the specified employee is no longer an active employee at the time the template is applied, the appointment is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the appointment will be assigned to the user who actually applies the template to a specific asset.
Shared: By selecting this option, the appointment will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific asset.
Appointment Date Each Appointment in the CommitCRM system needs to be assigned a date. In an Asset template, the Appointment Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the date to copy from as any of the following:
Warranty/License Expiration Date
Purchase Date
Delivered Date
Installed Date
Date
Vendor Warranty Expiration Date
Vendor Purchased Date
The current date when applying the template
These choices appear in a drop-down menu from this field.
Users can then adjust the date to be a certain number of days earlier or later than this day.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Appointment Date to the next available business day.
For example, if according to the information you enter in the template the Appointment Date falls out on a Saturday (and Monday through Friday are defined as working days in your CommitCRM Calendar), then Appointment Date is calculated to be the following Monday. If such a move is made, a comment is displayed when applying the template.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Asset to which you wish to apply the template. If the "Copy From" date has not been entered into the Asset, applying a template to it will fail.
Appointment Time You can set the appointment’s Time as you wish. This field may also be edited when applying the template to a specific asset.
Details Tab In this tab you can enter a value to additional fields of the Appointment. These are the appointment's user-defined fields, which can be used as you like. Setting the value in the template entry will set this value to the field when the task is created from the template.
Note: If you've enabled Field3, Field4, and Field5 in your system, they will be displayed here as well.
Appointment Color These buttons allow the user to determine what color the Appointment appears in when it is shown on the CommitCRM Calendar. You can choose from the following options:
Employee Default Color: This option sets the color according to the color of the employee assigned to the Appointment (The default color for Appointments can be defined for each employee in the Employee window).
Fixed Color: This option allows you to choose a specific color to be used for the Appointment once the template is applied to a ticket.
Description In this box you should enter a description of the appointment. When the template is applied to a specific asset, this field appears as the Appointment Description. If you would like the Account information to be automatically added to this field when the template is applied, you can check the Add Account/Contact info box. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Account/Contact information should appear before or after the Appointment Description. To do so, check either the Before Description or After Description box.
Ticket Entries for Asset Activity Templates
After choosing to create or edit a new Ticket Entry for the Asset Activity Template, the following window opens:
In this window you should enter the information the system can use to create the ticket when the template is applied to an asset.
Below is an explanation of the fields, buttons, and tabs in this window
Ticket Manager Every ticket in the CommitCRM system needs to be assigned to an employee, called the Ticket Manager. In this window you should select who should be assigned as the Ticket Manager once the ticket is created.
Determining the employee can be done by using one of the following options:
Account Manager: By selecting this option, the ticket will be assigned to the Account Manager of the asset to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.)
Specific Employee: When applying the template and creating the ticket, the employee specified in this option is assigned to the ticket. If the specified employee is no longer an active employee at the time the template is applied, the ticket is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the ticket will be assigned to the user who actually applies the template to a specific asset.
Ticket Due Date You may choose to set a Ticket Due Date. The Ticket Due Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the date to copy from as any of the following:
Warranty/License Expiration Date
Purchase Date
Delivered Date
Installed Date
Date
Vendor Warranty Expiration Date
Vendor Purchased Date
The current date when applying the template
These choices appear in a drop-down menu from this field.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Asset to which you wish to apply the template. If the reference date has not been entered into the Asset, applying a template to it will fail.
Ticket Due Time The Ticket Due Time is optional and can be defined in the Time field, next to the Ticket Due Date.
General Tab In the General Tab you can define the values for the following ticket fields, which appear in the ticket's General tab:
Type
Status
Priority
Description
The Type, Status, and Priority fields all have default values, but the Description field is mandatory.
The values assigned to these fields determine the values that will be calculated when a ticket is created. For a full explanation of a ticket’s fields, consult here.
In this area you can define the values for additional fields of the ticket, which appear in the ticket's Details tab:
Cause, Source, Category
Field1, Field2, Field3
Show Ticket in Dispatcher
Estimated Work Duration
Status Ext. (Status Extension)
Notes
Setting values to these fields in the template will determine the values which will applied to the ticket's data when creating the ticket. None of these fields are mandatory.
Resolution tab In this field you can enter a ”Resolution” for the ticket that is automatically entered into a ticket's resolution field when the template is applied. Presetting this information can be useful when creating templates for common tickets that usually involve the same set of steps for resolving the issue. For example, you can create a Ticket entry for a maintenance job such as checking the server event log or checking the free space on the hard disk, and enter all the steps required to perform this job in the Resolution field.
Creating entries for the Resolution tab in a template saves time and improves the quality of your service in several ways:
The technician will not need to spend time entering a resolution, as it will already be filled in.
The pre-entered steps in the Resolution field can provide guidance to technicians, leaving less room for error.
The technician can use the steps listed in the resolution as a checklist to make sure all the necessary work has been performed.
Creating Activity Entries for Contracts
Note: Before reading this section, we recommend reviewing the Introduction to Billing section, with particular attention paid to the Using Contracts section.
To create a new entry in an Contract Activity Template, go to the Entries tab of the template and click on the New button in the bottom-left corner. A pop-up menu now appears where you can select “Task,” “Appointment,” or “Ticket.”
To edit an existing entry, simply select it from the Entries List in the General tab.
After making your selection, a window opens, allowing you to enter detailed information about the newly created entry. Task, Appointment, and Ticket entries all have slightly different Detail windows. To learn more about these Detail windows, see the sections that immediately follow, or click on the appropriate link below.
In this window you should enter the information the system can use to create the task when the template is applied.
Below is an explanation of the fields/buttons in this window.
Employee Each task is the CommitCRM system must be assigned to an employee. When assigning an employee to a Task entry in a template, you should select the employee who you want assigned to the task once the template is applied and a specific task is “created.”
You can choose the “Employee” from any of the following options:
Account Manager: By selecting this option, the task will be assigned to the Account Manager of the contract to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field).
Specific Employee: When applying the template and creating the task, the employee specified in this option is assigned to the task. If the specified employee is no longer an active employee at the time the template is applied, the appointment is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the task will be assigned to the user who actually applies the template to a specific contract.
Shared: By selecting this option, the task will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific contract.
Task Date Each task in the CommitCRM system needs to be assigned a date. In an Contract template, the Task Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the date to copy from as any of the following:
Contract Start Date
Contract End Date
The current date when applying the template
These choices appear in a drop-down menu from this field.
Users can then adjust the date to be a certain number of days earlier or later than this day.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Task Date to the next available business day.
For example, if according to the information you enter in the template the Task Date falls out on a Saturday (and Monday through Friday are defined as working days in your CommitCRM Calendar), then Task Date is calculated to be the following Monday. If such a move is made, a comment is displayed when applying the template.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Contract to which you wish to apply the template. If the reference date has not been entered into the Contract, applying a template to it will fail.
Task Time You can set the task Time as you wish. This field may also be edited when applying the template to a specific contract.
Details Tab In this tab you can enter a value to additional fields of the Task. These are the Task’s user-defined fields, which can be used as you wish. Setting the values in the template entries will set these values to the fields when the task is created from the template.
Note: If you've enabled Field3, Field4, and Field5 in your system, they will be displayed here as well.
Description In this box you should enter a description of the task. When the template is applied to a specific asset, this field appears as the Task Description. If you would like the Account/Contact information to be automatically added to this field when the template is applied, you can check the Add Account/Contact info box. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Account/Contact information should appear before or after the Task Description. To do so, check either the Before Description box or the After Description box.
Appointment Entries for Contract Activity Templates
After choosing to create or edit an Appointment entry for a Contract Activity Template, the following window opens:
In this window you should enter the information the system can use to create the appointment when the template is applied.
Below is an explanation of the fields/buttons in this window.
Employee Each appointment is the CommitCRM system must be assigned to an employee. When assigning an employee to an Appointment entry in a template, you should select the employee who you want assigned to the appointment once the template is applied to a specific contract and the appointment is “created.”
You can choose the “Employee” from any of the following options:
Account Manager: By selecting this option, the appointment will be assigned to the Account Manager of the contract to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.
Specific Employee: When applying the template and creating the appointment, the employee specified in this option is assigned to the appointment. If the specified employee is no longer an active employee at the time the template is applied, the appointment is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the appointment will be assigned to the user who actually applies the template to a specific contract.
Shared: By selecting this option, the appointment will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific contract.
Appointment Date Each Appointment in the CommitCRM system needs to be assigned a date. In an Contract template, the Appointment Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
"Copy From" field allows the user to define the date to copy from as any of the following:
Contract Start Date
Contract End Date
The current date when applying the template
These choices appear in a drop-down menu from this field.
Users can then adjust the date to be a certain number of days earlier or later than this day.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Appointment Date to the next available business day.
For example, if according to the information you enter in the template the Appointment Date falls out on a Saturday (and Monday through Friday are defined as working days in your CommitCRM Calendar), then Appointment Date is calculated to be the following Monday. If such a move is made, a comment is displayed when applying the template.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Contract to which you wish to apply the template. If the "Copy From" date has not been entered into the Contract, applying a template to it will fail.
Appointment Time You can set the appointment’s Time as you wish. This field may also be edited when applying the template to a specific contract.
Details Tab In this tab you can enter a value to additional fields of the Appointment. These are the appointment's user-defined fields, which can be used as you like. Setting the value in the template entry will set this value to the field when the task is created from the template.
Note: If you've enabled Field3, Field4, and Field5 in your system, they will be displayed here as well.
Appointment Color These buttons allow the user to determine what color the Appointment appears in when it is shown on the CommitCRM Calendar. You can choose from the following options:
Employee Default Color: This option sets the color according to the color of the employee assigned to the Appointment. (The default color for Appointments can be defined for each employee in the Employee window.)
Fixed Color: This option allows you to choose a specific color to be used for the Appointment once the template is applied to a ticket.
Description In this box you should enter a description of the appointment. When the template is applied to a specific contract, this field appears as the Appointment Description. If you would like the Account information to be automatically added to this field when the template is applied, you can check the Add Account/Contact info box. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Account/Contact information should appear before or after the Appointment Description. To do so, check either the Before Description or After Description box.
Ticket Entries for Contract Activity Templates
After choosing to create or edit a new Ticket Entry for the Contract Activity Template, the following window opens:
In this window you should enter the information the system can use to create the ticket when the template is applied to an contract.
Below is an explanation of the fields, buttons, and tabs in this window
Ticket Manager Every ticket in the CommitCRM system needs to be assigned to an employee, called the Ticket Manager. In this window you should select who should be assigned as the Ticket Manager once the ticket is created.
Determining the employee can be done by using one of the following options:
Account Manager: By selecting this option, the ticket will be assigned to the Account Manager of the contract to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.)
Specific Employee: When applying the template and creating the ticket, the employee specified in this option is assigned to the ticket. If the specified employee is no longer an active employee at the time the template is applied, the ticket is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the ticket will be assigned to the user who actually applies the template to a specific contract.
Ticket Due Date You may choose to set a Ticket Due Date. The Ticket Due Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the date to copy from as any of the following:
Contract Start Date
Contract End Date
The current date when applying the template
These choices appear in a drop-down menu from this field.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Contract to which you wish to apply the template. If the reference date has not been entered into the Asset, applying a template to it will fail.
Ticket Due Time The Ticket Due Time is optional and can be defined in the Time field, next to the Ticket Due Date.
General Tab In the General tab you can define the values for the following ticket fields, which appear in the ticket's General tab:
Type
Status
Priority
Description
The Type, Status, and Priority fields all have default values, but the Description field is mandatory.
The values assigned to these fields determine the values that will be calculated when a ticket is created. For a full explanation of a ticket’s fields, consult here.
In this area you can define the values for additional fields of the ticket, which appear in the ticket's Details tab:
Cause, Source, Category
Field1, Field2, Field3
Show Ticket in Dispatcher
Estimated Work Duration
Status Ext. (Status Extension)
Notes
Setting values to these fields in the template will determine the values which will applied to the ticket's data when creating the ticket. None of these fields are mandatory.
Resolution tab In this field you can enter a ”Resolution” for the ticket that is automatically entered into a ticket's resolution field when the template is applied. Presetting this information can be useful when creating templates for common tickets that usually involve the same set of steps for resolving the issue. For example, you can create a Ticket entry for a maintenance job such as checking the server event log or checking the free space on the hard disk, and enter all the steps required to perform this job in the Resolution field.
Creating entries for the Resolution tab in a template saves time and improves the quality of your service in several ways:
The technician will not need to spend time entering a resolution, as it will already be filled in.
The pre-entered steps in the Resolution field can provide guidance to technicians, leaving less room for error.
The technician can use the steps listed in the resolution as a checklist to make sure all the necessary work has been performed.
Creating Activity Entries for Tickets
To create a new entry in a Ticket Activity Template, go to the Entries tab of the template and click on the New button in the bottom-left corner. A pop-up menu now appears where you can select either “Task” or “Appointment.”
Note: There is no option here to create a Ticket entry. The system does not allow for a ticket within a ticket.
To edit an existing entry, simply select it from the Entries List in the Entries tab.
After making your selection, a window opens, allowing you to enter detailed information about the Task or Appointment. Tasks and Appointments have different Detail windows. To learn more about these Detail windows, see the sections that immediately follow, or click on the appropriate link below. These windows are explained in the sections immediately below.
In this window you should enter the information that the system can use to create the task when the template is applied.
Below is an explanation of the fields/buttons in this window:
Employee Each task is the CommitCRM system must be assigned to an employee. When assigning a Task entry in a template, you should select the employee who you want assigned to the task once the template is applied to a specific ticket and the task is “created.”
You can choose the “Employee” from any of the following options:
Ticket Manager: By selecting this option, the task will be assigned to the Ticket Manager of the ticket to which the template is applied. (The Ticket Manager is defined in the Ticket details window > General tab > Manager field.)
Account Manager: By selecting this option, the task will be assigned to the Account Manager of the ticket to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.)
Specific Employee: When applying the template and creating the task, the employee specified in this option is assigned to the task. If the specified employee is no longer an active employee at the time the template is applied, the task is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the task will be assigned to the user who actually applies the template to a specific ticket.
Shared: By selecting this option, the task will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific ticket.
Task Date and Time Each Task in the CommitCRM system needs to be assigned a time and date. In a Ticket template, the Task Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the date to copy from as any of the following:
Ticket Open Date
Ticket Due Date
Ticket Close date
The current date when applying the template
These choices appear in a drop-down menu from this field.
Users can then adjust the date to be a certain number of days earlier or later than this day.
Using each type of date can be convenient for different purposes. For example, you may want some Tasks to be performed seven days after a ticket's closing date, like calling the customer and verifying that an issue has indeed been resolved.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Task Date to the next available business day. For example, if according to the information you enter in the template the Task Date falls out on a Saturday (and Monday through Friday are defined as working days in your CommitCRM Calendar), then Task Date is calculated to be the following Monday. When applying the template, a comment is displayed if such a move is made.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Ticket to which you wish to apply the template. If the reference date has not been entered into the Ticket, applying a template to it will fail.
Task Time You can set the task’s Time as you wish. This field may also be edited when applying the template to a specific ticket.
Details Tab In this tab you can enter a value to additional fields of the Task. These are the Task’s user-defined fields, which can be used as you wish. Setting the values in the template entries will set these values to the fields when the task is created from the template.
Note: If you have enabled Field3, Field4, and Field5 in your system, they will be displayed here as well.
Description In this box you should enter a description of the task. When the template is applied to a specific ticket, this field appears as the Task Description. If you would like the Ticket Description or the Account information to be automatically added to this field when the template is applied, you can check the Add Account/Contact info; Add Ticket Description boxes. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Ticket Description and/or the Account/Contact information should appear before or after the Task Description. To do so, check either the Before Description box or the After Description box.
Appointment Entries for Ticket Activity Templates
After choosing to create or edit an Appointment entry for a Ticket Activity Template, the following window opens:
In this window you should enter the information the system can use to create the appointment when the template is applied.
Below is an explanation of the fields/buttons in this window..
Employee Each appointment is the CommitCRM system must be assigned to an employee. When assigning an employee to an Appointment entry in a template, you should select the employee who you want assigned to the appointment once the template is applied to a specific ticket and the appointment is “created.”
You can choose the “Employee” from any of the following options:
Ticket Manager: By selecting this option, the appointment will be assigned to the Ticket Manager of the ticket to which the template is applied. (The Ticket Manager is defined in the Ticket details window > General tab > Manager field.)
Account Manager: By selecting this option, the appointment will be assigned to the Account Manager of the ticket to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.
Specific Employee: When applying the template and creating the appointment, the employee specified in this option is assigned to the appointment. If the specified employee is no longer an active employee at the time the template is applied, the appointment is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the appointment will be assigned to the user who actually applies the template to a specific ticket.
Shared: By selecting this option, the appointment will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific ticket.
Appointment Date and Time Each Appointment in the CommitCRM system needs to be assigned a date. In a Ticket template, the Appointment Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field:
Ticket Open Date
Ticket Due Date
Ticket Close date
The current date when applying the template
The "Copy From" field allows the user to define the date to copy from as any of the following.
Users can then adjust the date to be a certain number of days earlier or later than this day.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Appointment Date to the next available business day. For example, if according to the information you enter in the template the Appointment Date falls out on a Saturday (and Monday through Friday are defined as working days in your CommitCRM Calendar), then Appointment Date is calculated to be the following Monday. When applying the template, a comment is displayed if such a move is made.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the ticket to which you wish to apply the template. If the "Copy From" field refers to the Open, Due, or Close date, and this is not defined in the ticket for which you apply the template, applying a template to it will fail
Appointment Time You can set the appointment’s Time field as you wish. This field may also be edited when applying the template to a specific ticket
Details Tab In this tab you can enter a value to additional fields of the Appointment. These are the appointment’s user-defined fields, which can be used as you wish. Setting the value in the template entry will set this value to the field when the appointment is created from the template.
Note: If you've enabled Field3, Field4, and Field5 in your system, they will be displayed here as well
Appointment Color These buttons allow the user to determine what color the Appointment appears in when it is shown on the CommitCRM Calendar. You can choose from the following options:
Employee Default Color: This option sets the color according to the color of the employee assigned to the Appointment (The default color for Appointments can be defined for each employee in the Employee window).
Fixed Color: This option allows you to choose a specific color to be used for the Appointment once the template is applied to a ticket.
Description In this box you should enter a description of the appointment. When the template is applied to a specific ticket, this field appears as the Appointment Description. If you would like the Ticket Description or the Account information to be automatically added to this field when the template is applied, you can check the Add Account/Contact info; Add Ticket Description boxes. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Ticket Description and/or the Account/Contact information should appear before or after the Appointment Description. To do so, check either the Before Description or After Description box.
Creating Activity Entries for Opportunities
To create a new entry in an Opportunity Activity Template, go to the Entries tab of the template and click on the New button in the bottom-left corner. A pop-up menu now appears where you can select either “Task” or “Appointment.”
Note: There is no option here to create a Ticket entry. The system does not allow for a ticket within a ticket.
To edit an existing entry, simply select it from the Entries List in the Entries tab.
After making your selection, a window opens, allowing you to enter detailed information about the Task or Appointment. Tasks and Appointments have different Detail windows. To learn more about these Detail windows, see the sections that immediately follow, or click on the appropriate link below. These windows are explained in the sections immediately below.
In this window you should enter the information that the system can use to create the task when the template is applied.
Below is an explanation of the fields/buttons in this window:
Employee Each task is the CommitCRM system must be assigned to an employee. When assigning a Task entry in a template, you should select the employee who you want assigned to the task once the template is applied to a specific opportunity and the task is “created.”
You can choose the “Employee” from any of the following options:
Opportunity Manager: By selecting this option, the task will be assigned to the Opportunity Manager of the ticket to which the template is applied. (The Opportunity Manager is defined in the Opportunity details window > General tab > Manager field.)
Account Manager: By selecting this option, the task will be assigned to the Account Manager of the opportunity to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.)
Specific Employee: When applying the template and creating the task, the employee specified in this option is assigned to the task. If the specified employee is no longer an active employee at the time the template is applied, the task is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the task will be assigned to the user who actually applies the template to a specific ticket.
Shared: By selecting this option, the task will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific ticket.
Task Date and Time Each task in the CommitCRM system needs to be assigned a date. In an Opportunity template, the Task Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.
The "Copy From" field allows the user to define the date to copy from as any of the following:
Opportunity Open Date
Opportunity Close By Date
Opportunity Close date
The current date when applying the template
These choices appear in a drop-down menu from this field.
Users can then adjust the date to be a certain number of days earlier or later than this day.
Using each type of date can be convenient for different purposes. For example, you may want some Tasks to be performed seven days after the opportunity's 'Close By' date, like calling the customer for a follow-up call.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Task Date to the next available business day. For example, if according to the information you enter in the template the Task Date falls out on a Saturday (and Monday through Friday are defined as working days in your CommitCRM Calendar), then Task Date is calculated to be the following Monday. When applying the template, a comment is displayed if such a move is made.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the opportunity to which you wish to apply the template. If the "Copy From" field refers to the Open, Close By, or Close date, and this is not defined in the opportunity for which you apply the template, applying a template to it will fail
Task Time You can set the task’s Time as you wish. This field may also be edited when applying the template to a specific ticket.
Details Tab
In this tab you can enter a value to additional fields of the Task. These are the Task’s user-defined fields, which can be used as you wish. Setting the values in the template entries will set these values to the fields when the task is created from the template
Note: If you have enabled Field3, Field4, and Field5 in your system, they will be displayed here as well.
Description In this box you should enter a description of the task. When the template is applied to a specific ticket, this field appears as the Task Description. If you would like the Account information to be automatically added to this field when the template is applied, you can check the Add Account/Contact info box. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Account/Contact information should appear before or after the Task Description. To do so, check either the Before Description box or the After Description box.
Appointment Entries for Opportunity Activity Template
After choosing to create or edit an Appointment entry for a Ticket Activity Template, the following window opens:
In this window you should enter the information the system can use to create the appointment when the template is applied.
Below is an explanation of the fields/buttons in this window..
Employee Each appointment is the CommitCRM system must be assigned to an employee. When assigning an employee to an Appointment entry in a template, you should select the employee who you want assigned to the appointment once the template is applied to a specific opportunity and the appointment is “created.”
You can choose the “Employee” from any of the following options:
Opportunity Manager: By selecting this option, the appointment will be assigned to the Opportunity Manager of the ticket to which the template is applied. (The Opportunity Manager is defined in the Ticket details window > General tab > Manager field.)
Account Manager: By selecting this option, the appointment will be assigned to the Account Manager of the opportunity to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.
Specific Employee: When applying the template and creating the appointment, the employee specified in this option is assigned to the appointment. If the specified employee is no longer an active employee at the time the template is applied, the appointment is automatically assigned to the user applying the template. The system makes note of this change when applying the template.
The user applying the template: By selecting this option, the appointment will be assigned to the user who actually applies the template to a specific ticket.
Shared: By selecting this option, the appointment will be set as “Shared,” rather than assigned to a specific employee, when the template is applied to a specific ticket.
Appointment Date and Time Each Appointment in the CommitCRM system needs to be assigned a date. In an Opportunity template, the Appointment Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field:
Opportunity Open Date
Opportunity Close By Date
Opportunity Close date
The current date when applying the template
The "Copy From" field allows the user to define the date to copy from as any of the following:
Users can then adjust the date to be a certain number of days earlier or later than this day.
In addition, you can select the Move to next workday flag. This flag takes effect if the date that is calculated when applying the template falls out on a weekend. If this box is checked, the system automatically moves the Appointment Date to the next available business day. For example, if according to the information you enter in the template the Appointment Date falls out on a Saturday (and Monday through Friday are defined as working days in your CommitCRM Calendar), then Appointment Date is calculated to be the following Monday. When applying the template, a comment is displayed if such a move is made.
Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the opportunity to which you wish to apply the template. If the "Copy From" field refers to the Open, Close By, or Close date, and this is not defined in the opportunity for which you apply the template, applying a template to it will fail
Appointment Time You can set the appointment’s Time field as you wish. This field may also be edited when applying the template to a specific ticket
Details Tab In this tab you can enter a value to additional fields of the Appointment
These are the appointment’s user-defined fields, which can be used as you wish. Setting the value in the template entry will set this value to the field when the appointment is created from the template.
Note: If you've enabled Field3, Field4, and Field5 in your system, they will be displayed here as well.
Appointment Color These buttons allow the user to determine what color the Appointment appears in when it is shown on the CommitCRM Calendar. You can choose from the following options:
Employee Default Color: This option sets the color according to the color of the employee assigned to the Appointment. (The default color for Appointments can be defined for each employee in the Employee window.)
Fixed Color: This option allows you to choose a specific color to be used for the Appointment once the template is applied to a ticket.
Description In this box you should enter a description of the appointment. When the template is applied to a specific opportunity, this field appears as the Appointment Description. If you would like the Account information to be automatically added to this field when the template is applied, you can check the Add Account/Contact info box. Including this information in this field can be helpful when exporting the task to Outlook.
You can also specify whether the Account/Contact information should appear before or after the Appointment Description. To do so, check either the Before Description or After Description box.
Applying Templates
Applying an Activity Template creates the activities (Tasks, Appointments, and Tickets) based on the entries defined in the template. All newly created activities are linked to the entity to which you have applied the template. Using the right template can get you and your team started on a project more quickly and efficiently.
Applying a template starts with selecting the Activity Template you wish to apply. You can then review the activities to be created, select whether or not to create each activity, and update activity Dates or Employees, if needed. Once the data is reviewed, the user authorizes the system to apply the template, thereby creating all the activities. To make this process easier, applying Activity Templates is done using a wizard. See the following sections for detailed description of this process.
Activating the Activity Templates Wizard
Activating the Activity Templates Wizard is done from the Pending tab of the entity to which you want to apply the template. Applying a template creates the Tasks, Appointments, and Tickets as defined in the template entries. All activities created from a template are placed in the Pending tab.
To apply a template, follow these steps:
Open the entity to which you want to apply a template (i.e. Account, Asset, Contract, Ticket, or Opportunity).
Go to the Pending tab, click the New button, and select Apply Activity Template. The image below displays how this appears in a Contract window.
The Activity Templates Wizard now opens. A list of all active Activity Templates for the current Type (i.e. Accounts, Contracts, Ticket, etc.) is displayed. Highlight the template you want to use, then click Next.
Once a template is selected but before proceeding to the next step, the system performs some validity checks to verify that the selected template can be applied to the entity you’ve chosen. This includes verifying that all the necessary data fields in the entity itself are filled. Should a required field not be defined, an error message is displayed with an explanation of the problem, and the template will not be applied. For more details, see the Making Sure Data Fields Are Initialized section below.
After the system has completed this check, the wizard moves on to the next step, and the template’s “Activities List” is displayed. The Activities List is a preview of all the activities defined in the template. Each activity appears on a separate line.
The following information is displayed for each activity in the Activities List:
Type
Date
From Time
Employee
Note
Description The information in the Activities List has already been calculated according to the parameters entered into the template and it is a preview to how activities will appear when the template is applied.
At this point, the user should review the information in the Activities List. Many of the fields can be edited. This allows the user to tweak the entries Before creating the actual activities. Below is an explanation of each column in the Activities List.
Type This column lists whether the activity is a Task, Appointment, or Ticket. This column cannot be edited.
Date The date for an activity is calculated according to the entry definitions in the template. In certain cases a date may be adjusted by the system, such as when a date is calculated to fall out on a weekend. If the system does adjust a date, the new date appears in red, and the reason for the change appears in the Notes column, to the right.
In other cases, the parameters of an entry may cause the system to calculate a date that has already passed. For example, the entry can define a date as "3 days before Due Date," but the Due Date is only one day away. In such a situation, the date in the Activities List is displayed in red, with an explanation in the Notes column. You can adjust a date manually by double-clicking the activity line (see Step 5 below) and updating the data. After updating the activity details, the date is “accepted,” and the note is removed.
From Time The activity Time is determined according to the settings in the Activity Template. You can update the Time for this activity by double-clicking the activity line (see Step 5 below).
Employee The Employee appearing in the Activities List is calculated according to the entry definitions in the template. In certain situations, the system automatically adjusts the Employee. For example, if a specific employee is selected for the entry but the employee is no longer an Active Employee in the system, then the employee applying the template is automatically listed as the Employee.
In these situations, the new name appears in red, and the reason for the change is listed in the Notes column, to the right. Users can edit this field by double-clicking on the activity (see Step 5).
Note This column displays special notes regarding the adjustment of the activity. The reason for any automatic adjustment (such as the Date and Employee) is displayed in this column. You can decide to change the adjusted value explicitly for this activity by double-clicking the activity line (see Step 5 below). After updating the activity line, the entry will be “accepted,” and the note will be removed.
Description The Description in the Activities List appears exactly as entered in the Description field of the template entry.
Note that the Description field for Tasks and Appointments may contain Account information about the specific entity to which you are applying the template, if the template was defined to so. Including this information can be helpful when exporting information to Outlook.
To update the Employee, Date, or Time of an entry, double-click the activity line. The following window then opens.
You can also choose not to apply a specific activity by clicking on the checkbox next to the activity. This de-selects the activity. By default, all activities are selected.
After reviewing all the activities, verifying the data, and making any necessary changes, click the Add button at the bottom of the window to create the activities.
That's it! You can now see the newly created Tasks, Appointments, and Tickets in the Pending tab of the entity to which you have applied the template, and you can go on working with these activities just as you would with any other activity.
When an Activity Template is applied, certain fields are calculated according to a reference point defined in the template’s entries. For example, you may define a Task Date in a Tickets template as “2 days before the Due Date.”
In order for an Activity Template to be applied successfully, any information used as a reference point in one its entries must be entered into the entity (Contract, Asset, Ticket, etc.) to which the template is being applied. For example, if a Task Date in a Tickets template is defined as “2 days before the Due Date,” but the ticket to which the template is being applied does not have a Due Date defined, then applying the template will fail.
In order to avoid such problems, the Activity Template Wizard which applies the template, verifies that the template can actually be applied to the selected entity, and it does not allow the user to select a template that makes reference to fields that are not initialized. If the system determines that a template cannot be applied to a specific entity, it displays an error message with an explanation for this failure.
Editing, Copying, and Deleting Templates
Editing templates Should the parameters of an activity change after you’ve created a template, you may edit the template accordingly. Changes made to a template only take effect the next time you apply the template. Editing has no effect on any of the activities already created using this template.
To edit a template, follow the steps below:
Open the Activity Templates List from Settings > Activity Templates.
Select the template to be edited from the list and double click it. This opens the template details.
Make changes to the template, then click Save.
Copying a Template Copying a template can help you create new templates quickly by copying the basic activity entries and then editing the new template to your needs. Template details are copied together with all the existing activity entries.
To copy a template, follow the steps below:
Open the Activities Templates list from Settings > Activity Templates.
Highlight the template you want to copy.
Click the Copy button on the toolbar.
Give a name to the new template.
Press Save.
Note: A Contract's Linked Activity Templates can be useful for situations in which you want to copy a contract with all its data (the block terms, contract-price, etc.) along with a set of activities that are typical to this contract. You can read more about this in Copying Contracts With Linked Activity Templates.
Deleting templates To delete a template, follow the steps below:
Open the Activity Templates List from Settings > Activity Templates.
Select the template you want to delete.
If there are entries in the template, delete each entry by right-clicking on it and selecting Delete.
Click Delete from the Activity Templates menu.
Note: If the template you wish to delete has been assigned to a contract as a Linked Activity Template, the system will not allow for the template to be deleted. For more information about Linked Activity Templates, see the Linked Activity Templates section.
Contract Linked Activity Templates
Each contract in the CommitCRM system can be assigned a "Linked Activity Template." This template can be linked to a contract and applied whenever a user copies this contract to a new date range or creates a new contract based on the contract to which the template is assigned.
When should it be used? Linked Activity Templates can be useful for situations in which you want to copy a contract with all its data (the block terms, contract-price, etc.) along with a set of activities that are typical to this contract.
For example, if you have a monthly service contract that requires you to perform the same actions each month (on-site visit for preventative maintenance, server checkup, etc.), you can simply assign a Linked Activity Template to that contract. By attaching the template, every time you renew the contract for the following month, all of the monthly Tasks, Tickets, and Appointments associated with this template can be automatically created as well.
Another possible use for Linked Activity Templates would be in preparing predefined plans to offer to new and existing customers. Each plan can be defined as a Contract, linked to your business account record. Whenever a customer purchases a plan, you can simply copy the predefined contract, including all the predefined terms and activities, and create an actual contract for the customer.
Each of these predefined contracts would already include all of the plan terms—custom pricing, default items, special internal terms, block size, etc., as well as a linked activity template, which defines all the activities that needs to be done once an actual contract based on this predefined one is signed. All you would need to do is copy the predefined contract to a new one and apply the Linked Activity Template.
How do I assign a Default Activity Template to a Contract? To assign a Linked Activity Template to a contract, go to the Contract's Details tab and click on the Linked Activity Template field. A pull-down menu appears, allowing you to select any active Contract Activity Template.
Once a Linked Activity Template is assigned to a contract, it can be applied whenever the contract is copied. You can read more about this in Copying Contracts With Linked Activity Templates (the next section).
Copying Contracts With Linked Activity Templates
In the CommitCRM system, users may choose to copy a contract in order to create a new contract based on the original one, or they may copy a contract in order to renew it for the next date range. If there are many contracts to renew, users can use the Batch Copy Wizard, which easily copies/renews many contracts at one time.
To learn more about the different options and features related to copying contracts, you should review the Introduction to Billing user guide, chapter Copying Contracts. The following section assumes you are already familiar with copying contracts.
Copying a Single Contract with a Linked Activity Template To copy a single contract with a Linked Activity Template, open the contract you want to copy and click the Copy button on the toolbar. A pop-up menu now appears in which you can choose to ”Copy to a New Contract” or “Copy Contract to a New Date Range.”
After making this selection, the “Copy Contract” window opens, which guides the user through the steps needed to copy the contract. As one of these steps, the following window opens:
In this screen you can easily select whether to apply the Linked Activity Template or not.
Batch Copy Contracts to a New Date Range If you have many recurring contracts to renew, you can use the Batch Copy Wizard, which easily copies/renews many contracts at one time. This wizard includes a few steps, such as selecting the contracts to be renewed, date ranges, and more. One of the steps in this wizard refers to Linked Activity Templates.
In this step you can decide whether to automatically apply the Linked Activity Templates of the original contracts to all of the new contracts you are about to create using this wizard.
If the user selects Yes in this step, all the Linked Activity Templates in the source contracts are applied to the new contracts being created. It also automatically assigns the default template to the Linked Activity Template field in the new contracts.
If the user selects No in this step, none of the Linked Activity Templates in the source contracts are applied to the new contracts being created, and none of Tasks, Appointments, or Tickets defined in the linked templates are created. In addition, the Linked Activity Template fields of the new contracts are left empty.
Activity Template Privileges
In order to apply, create, or edit Activity Templates, users must be assigned certain privileges. The CommitCRM system allows for different levels of privileges for Activity Templates.
Basic Privileges A system administrator can assign these privileges by going to File > User & Privileges > Privileges.
The Privileges window lists a separate line for Activity Templates. Like all privileges in the CommitCRM system (click here for general information on using privileges in CommitCRM), the system administrator can assign the user privileges to View, Edit, or Delete. Below is an explanation of what these privileges mean in reference to Activity Templates privilege:
View: The user can view templates but not update them. This privilege is required for a user to be able to apply a template.
Edit: The user can create or update Activity Templates.
Delete: The user can delete Activity Templates
Advanced In certain situations, the user applying a template might not have the privileges to add Tasks, Appointments, or Tickets to other employees (click here for more details on the various privileges available in CommitCRM). Nevertheless, such a user can apply a template successfully, thereby adding Tasks, Appointments, or Tickets to other employees. This is the default setting of the system.
For example, when closing a ticket, a technician may want to apply a template that assigns a Task to the secretary to follow up with a client in a week and assigns another Task to the accounting manager to issue an invoice. Even if this technician does not have privileges to see other employees’ Tasks and Appointments, he can still apply a template, thereby assigning these activities to other employees.
The system administrator can further restrict a user’s privileges in these circumstances by going to Tools > Options > Activity Templates (Note: this is a different area than the regular Privileges section of the system):
In this window the administrator can check either of the following boxes:
“If a user who does not have privileges to assign Tasks/Appointments/Tickets to other employees applies a template, assign all activities created by this template to the applying user.”
If this box is checked, the system will override any Employee fields in the template entries and automatically assign activities to the user applying the template. By default, this box is not checked.
"Do not let a user without any Tickets privileges apply templates that include Ticket entries."
If this box is checked, a user without Tickets privileges is prevented from applying any template that includes a Ticket entry. Any attempt such a user would make to apply a template containing a Ticket entry will fail. By default, this box is not checked.
